📍 Job Overview

Job Title: Customer Technical Support, SaaS (Philippines)
Company: Power Factors
Location: City of Santa Rosa, Laguna, Philippines
Job Type: On-site, Full-time
Category: Technical Support, Customer Service
Date Posted: 2025-08-01
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide first-line technical support to customers, troubleshoot and resolve technical issues, prioritize and manage support tickets, and maintain accurate support records.
Key Skills: Technical support, customer service, troubleshooting, cloud computing, database knowledge, communication, empathy, time management, adaptability, team player, networking, SaaS, SQL, Linux, CRM, ticketing systems.

📝 Enhancement Note: This role requires a strong customer focus and the ability to work well under pressure, as the position involves handling customer concerns and ensuring timely issue resolution.

💻 Primary Responsibilities

Receive, Triage, and Prioritize Incoming Technical Support Calls: Handle incoming support requests through various channels, assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA).
Gather Detailed Information and Document Issues: Accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. Communicate issue resolution to the client and maintain up-to-date support records.
Troubleshoot and Diagnose Data Flow Issues: Perform diagnostic tests to resolve straightforward issues or escalate complex cases to appropriate support tiers or subject matter experts.
Identify and Escalate Priority Issues: Escalate priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution. Ensure timely resolution of escalated issues to minimize the impact on customers.
Provide Expert Technical Support for PowerFactors SaaS Solutions: Assist clients with troubleshooting and resolving technical issues related to SCADA system operations, data collection, and control processes. Troubleshoot, diagnose, and resolve SaaS-related issues in real-time, ensuring minimal downtime for clients.
Create and Maintain Detailed Documentation: Create and maintain detailed documentation for the resolution provided in the support ticketing system. Create knowledge articles of recurring issues, solutions, best practices, and configuration guidelines in the knowledge base system.
Collaborate with Internal Teams: Collaborate with internal teams, including engineering, product development, to escalate and resolve more complex issues. Participate in weekly on-call rotation.

📝 Enhancement Note: This role requires strong problem-solving skills, as the position involves diagnosing and resolving technical issues efficiently. This includes researching problems, following procedures, and using relevant tools.

🎓 Skills & Qualifications

Education: Bachelor's degree in engineering (Renewable / Communication / Data Engineering preferred).

Experience: Minimum of 3 years of experience in a technical support role. Renewable industry or operations & maintenance (O&M) preferred.

Required Skills:

Proficient in using relevant software and support tools, CRM platforms like Freshdesk, and technical support ticketing workflows.
Familiar with SQL and relational databases.
Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services).
Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols.
Ability to diagnose and resolve technical issues efficiently, including researching problems, following procedures, and using relevant tools.

Preferred Skills:

Familiarity with SaaS (Software as a Service) products and technologies.
Knowledge of CRM / Ticketing system workflows.

Soft Skills:

Communication
Empathy and Customer Focus
Time Management and Prioritization
Adaptability
Team Player

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
Showcase experience in handling customer concerns and ensuring timely issue resolution.
Highlight proficiency in using relevant software and support tools, CRM platforms, and technical support ticketing workflows.

Technical Documentation:

Provide examples of detailed documentation for the resolution of support tickets.
Demonstrate the ability to create knowledge articles of recurring issues, solutions, best practices, and configuration guidelines in a knowledge base system.

💵 Compensation & Benefits

Salary Range: PHP 35,000 - 45,000 per month (based on experience and market research for the renewable energy industry in the Philippines)

Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
Dynamic and collaborative work environment
Purpose-driven organization focused on clean energy and sustainability

Working Hours: 40 hours per week, with a shifting 24x7 schedule that includes weekends.

🎯 Team & Company Context

Company Culture:

Industry: Software and solutions provider for the renewable energy industry
Company Size: Medium-sized, growing organization with a global presence
Founded: Not specified in the provided information

Team Structure:

Global Customer Support department, with a focus on providing technical support to customers
Reports to the Manager of Technical Support
Collaborates with internal teams, including engineering and product development, to escalate and resolve complex issues

Development Methodology:

Agile software development methodologies
Focus on continuous learning and growth
Strong emphasis on customer satisfaction and issue resolution

Company Website: Power Factors

📝 Enhancement Note: Power Factors is an agile software development company with a strong focus on customer satisfaction and continuous improvement. The company seeks to hire driven, innovative, and collaborative individuals to support its growing presence in the renewable energy industry.

📈 Career & Growth Analysis

Technical Support Career Level: This role is suitable for an experienced technical support specialist with a strong background in troubleshooting and customer service. The position offers opportunities for professional growth and development within the company.

Reporting Structure: The Customer Technical Support Specialist reports to the Manager of Technical Support and collaborates with internal teams, including engineering and product development, to escalate and resolve complex issues.

Technical Impact: The role has a direct impact on customer satisfaction and the overall success of the company's SaaS solutions. The Customer Technical Support Specialist plays a pivotal role in ensuring timely and efficient resolution of customer concerns, minimizing downtime, and maintaining high customer satisfaction levels.

Growth Opportunities:

Technical Skill Development: Enhance technical skills in cloud computing, database management, networking, and troubleshooting to advance within the technical support career path or explore other roles within the company, such as engineering or product development.
Leadership Potential: Demonstrate strong problem-solving skills, customer focus, and team collaboration to take on more complex cases, mentor new team members, and contribute to process improvements.
Career Progression: Proven success in the Customer Technical Support Specialist role may lead to opportunities for career progression within the company, such as team leadership or management positions.

📝 Enhancement Note: Power Factors offers opportunities for professional growth and development within the company. Employees are encouraged to take on new challenges, learn new skills, and contribute to the company's success in the renewable energy industry.

🌐 Work Environment

Office Type: On-site, with a dynamic and collaborative work environment focused on customer satisfaction and continuous improvement.

Office Location(s): City of Santa Rosa, Laguna, Philippines

Workspace Context:

Collaborative Work Environment: Work closely with internal teams, including engineering and product development, to escalate and resolve complex issues.
Technical Tools and Resources: Utilize relevant software and support tools, CRM platforms, and technical support ticketing workflows to efficiently manage support tickets and resolve customer concerns.
Cross-Functional Collaboration: Work with various teams within the company to ensure timely and efficient resolution of customer concerns, minimizing downtime, and maintaining high customer satisfaction levels.

Work Schedule: Shifting 24x7 schedule that includes weekends, with a focus on providing timely and efficient customer support.

📝 Enhancement Note: Power Factors offers a dynamic and collaborative work environment focused on customer satisfaction and continuous improvement. The company seeks to hire driven, innovative, and collaborative individuals to support its growing presence in the renewable energy industry.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, customer focus, and technical proficiency in troubleshooting and customer support.
Technical Assessment: A hands-on assessment of troubleshooting and problem-solving skills, as well as familiarity with relevant software and support tools, CRM platforms, and technical support ticketing workflows.
Behavioral Interview: An in-depth discussion of customer service experiences, problem-solving approaches, and adaptability in a fast-paced environment.
Final Decision: A review of the candidate's qualifications, interview performance, and fit with the company culture.

Portfolio Review Tips:

Highlight strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
Showcase experience in handling customer concerns and ensuring timely issue resolution.
Demonstrate proficiency in using relevant software and support tools, CRM platforms, and technical support ticketing workflows.

Technical Challenge Preparation:

Brush up on troubleshooting skills, including researching problems, following procedures, and using relevant tools.
Familiarize yourself with the company's SaaS solutions, customer service best practices, and problem-solving methodologies.
Prepare for a hands-on assessment of technical support skills and customer service experiences.

ATS Keywords: Technical support, customer service, troubleshooting, cloud computing, database knowledge, communication, empathy, time management, adaptability, team player, networking, SaaS, SQL, Linux, CRM, ticketing systems, renewable energy, customer satisfaction, issue resolution.

📝 Enhancement Note: Power Factors seeks candidates with strong problem-solving skills, customer focus, and adaptability in a fast-paced environment. The company values driven, innovative, and collaborative individuals who can contribute to its growing presence in the renewable energy industry.

🛠 Technology Stack & Web Infrastructure

Support Tools and Platforms:

CRM platforms like Freshdesk
Technical support ticketing workflows
Cloud computing platforms and databases such as Azure and AWS (Amazon Web Services)
Linux and networking fundamentals
Relevant software and support tools for efficient management of support tickets and resolution of customer concerns

SaaS Solutions:

Power Factors' Unity REMS, supporting the entire energy value chain, from monitoring and controls to market analytics
Open, data-driven applications that empower renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns

📝 Enhancement Note: Power Factors' SaaS solutions support the entire energy value chain, from monitoring and controls to market analytics. The company's open, data-driven applications empower renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns.

👥 Team Culture & Values

Customer Service Values:

Empathy and Customer Focus: Put customers first, actively listen to their concerns, and strive to understand their needs to provide tailored and effective support experiences.
Professionalism: Maintain a high level of professionalism in all customer interactions, ensuring timely and efficient resolution of customer concerns.
Continuous Learning and Improvement: Stay up-to-date with the latest technologies, best practices, and customer service trends to continuously improve support processes and customer satisfaction levels.
Collaboration: Work closely with internal teams, including engineering and product development, to escalate and resolve complex issues, ensuring timely and efficient resolution of customer concerns.

Collaboration Style:

Cross-Functional Integration: Collaborate with various teams within the company to ensure timely and efficient resolution of customer concerns, minimizing downtime, and maintaining high customer satisfaction levels.
Code Review Culture: Encourage knowledge sharing, technical mentoring, and continuous learning to improve support processes and customer satisfaction levels.
Knowledge Sharing: Collaborate with internal teams to create and maintain detailed documentation for the resolution of support tickets and knowledge articles of recurring issues, solutions, best practices, and configuration guidelines in the knowledge base system.

📝 Enhancement Note: Power Factors values driven, innovative, and collaborative individuals who can contribute to its growing presence in the renewable energy industry. The company seeks to hire employees who are passionate about making a positive impact and committed to continuous learning and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting and Issue Resolution: Diagnose and resolve technical issues efficiently, including researching problems, following procedures, and using relevant tools.
Customer Satisfaction: Ensure timely and efficient resolution of customer concerns, minimizing downtime, and maintaining high customer satisfaction levels.
Adaptability: Work well under pressure and adapt to a fast-paced environment, handling multiple tasks of varying complexities.

Learning & Development Opportunities:

Technical Skill Development: Enhance technical skills in cloud computing, database management, networking, and troubleshooting to advance within the technical support career path or explore other roles within the company, such as engineering or product development.
Leadership Potential: Demonstrate strong problem-solving skills, customer focus, and team collaboration to take on more complex cases, mentor new team members, and contribute to process improvements.
Career Progression: Proven success in the Customer Technical Support Specialist role may lead to opportunities for career progression within the company, such as team leadership or management positions.

📝 Enhancement Note: Power Factors offers opportunities for professional growth and development within the company. Employees are encouraged to take on new challenges, learn new skills, and contribute to the company's success in the renewable energy industry.

💡 Interview Preparation

Technical Questions:

Troubleshooting and Problem-Solving: Describe your approach to diagnosing and resolving technical issues, including researching problems, following procedures, and using relevant tools.
Customer Service: Discuss your experience in handling customer concerns and ensuring timely issue resolution. Provide examples of successful customer interactions and any challenges you faced.
Adaptability: Explain how you handle multiple tasks of varying complexities in a fast-paced environment and work well under pressure.

Company & Culture Questions:

Company Culture: Describe what you understand about Power Factors' culture and how you can contribute to its success in the renewable energy industry.
Customer Service Values: Explain how you embody Power Factors' customer service values, such as empathy, professionalism, continuous learning, and collaboration.
Team Collaboration: Describe your experience working with cross-functional teams and how you contribute to a collaborative and supportive work environment.

Portfolio Presentation Strategy:

Problem-Solving Demonstrations: Highlight strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently through hands-on demonstrations and case studies.
Customer Service Examples: Showcase experience in handling customer concerns and ensuring timely issue resolution through success stories and testimonials.
Technical Support Portfolio: Demonstrate proficiency in using relevant software and support tools, CRM platforms, and technical support ticketing workflows through portfolio pieces and live demos.

📝 Enhancement Note: Power Factors seeks candidates with strong problem-solving skills, customer focus, and adaptability in a fast-paced environment. The company values driven, innovative, and collaborative individuals who can contribute to its growing presence in the renewable energy industry.

📌 Application Steps

To apply for this Customer Technical Support, SaaS (Philippines) position at Power Factors:

Submit Your Application: Visit the Power Factors careers page and follow the instructions to submit your application.
Prepare Your Portfolio: Highlight strong problem-solving skills, customer service experiences, and technical support proficiency through portfolio pieces and live demos.
Research the Company: Familiarize yourself with Power Factors' mission, values, and culture to ensure a strong fit with the company and the role.
Prepare for the Interview: Brush up on troubleshooting skills, customer service best practices, and adaptability in a fast-paced environment. Prepare for a hands-on assessment of technical support skills and customer service experiences.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Technical Support, SaaS (Philippines)